Home Warranty of America [HWA]
Reviews and Complaints

The company sent several companies out regarding a broken ac claim they stated the ac was not broken. We had an independent contractor come out and the ac was broken resulting in large bills from the power company. Several attempts were made to recover our money and to request services by a provider hwa refused to pay any money resulting in a 9000 cost for our ac repair as well as them taking 52 dollars monthly along with 100 claims each time we call. They told us reimbursement was not an option for choosing our own provider however they sent several since june and canceled multiple appointments this went on from june to august. We advised them we have a preemie at home and an elderly person on oxygen and they did not have any sense of urgency or rush

I've held a policy with this company for over ten years and they were very responsive and had good customer service. They were purchased this year by Choice Home Warranty and the services has become dismal. I filed a claimed and the claim was approved over a month ago to replace a water heater. The water heater has not been replaced yet and when I inquire all they say is we're sorry but we're waiting on the water heater order to come in. Water heaters are sold at the local Home Depot and Menards. There is no excuse for taking over a month to resolve this issue. Just terrible where this company is going.

I have had HWA for a few years now. I had several services done thru them. I requested that I have the same plumber to fix my leaky shower pan that I had when they replaced my tankless. Both myself and Mastropiero Plumbing have continually gotten the run around. They told my plumber that he has to get back on the Approved Vendor List which he did with all that was required. I was told that I have to call HWA and tell them who I wanted. I did, and was told that I have to use another plumber. When I asked to speak to his supervisor...he refused. What the HECK!

I'm dealing with a leak that is affecting my downstairs neighbor. I trust this plumber and would prefer his service.

Please HELP

I went thru 3 vendors that was assigned by HWA, all 3 failed to repair or replace my AC units. Both AC units are over 13 years old. The third vendor was chosen to complete both AC units: Claims # 4901632 and 4396563. The claim was open on 8/8/[protected]). Over a period of 5 weeks, I was not closer to having my claim resolved than on day 1. There were over 75 comments in the portal with no resolution. I have since had to place my elderly mother in a hotel for 30 days waiting on HWA to resolve my claim. In addition, I purchased portable AC units to try to make my living arrangements bearable.

I am not asking for labor or installation. Just fair market cost for Air Handler and Condenser. Note: This was initially approved by HWA for Air King.

HWA has not within reasonable time resolve my claim. I have recorded temperatures of 95 degree in my home on consecutive days.

Air King (Vendor 1) deemed the units required replacement. HWA provided me a email asking me the cover the over and above with I accepted. This vendor had some issue which they could not complete the job.

Week later, A & J Appliance was assigned. They inspected unit and deemed that it needed to be replaced. They stop answering their phone and failed to respond. They finally showed up again as said HWA is the worst company to deal with and do not want to work with them.

Week later, MKM Heating and Cooling was assigned. They right of the bat said they dislike HWA. HWA makes it too difficult to complete claim. For 2 weeks, MKM said they provided the required information and HWA said they you were awaiting additional information. MKM show me their portal and it appears HWA was not telling the truth. Pictures, diagnose, and reports were provided which they provided me a copy. All of this is documented and notarized.

MKM Heating and Cooling, refused to complete work due to HWA difficult process, or like mentioned, HWA typical hard to deal with actions.

Now, HWA want to assign a 4th contractor, then, another 1-2 with nothing happening.

Review both claims, if I waited on HWA it would be 6-8 weeks. This is unacceptable living in South Florida.

I am not being unreasonable. If you chose to continue to deny claim. Please reimburse my multiple years payments and service call visit and cancel my policy.

As the HOA President, I have a survey to our homeowners that use Choice and HWA and the service that has been provided. So far 42 residents so unfavorable comments. I will make the 43.

Warranty was bought by a seller for me the buyer. I had an inspection which was stated about possible repair or replacement later. I scheduled duct work for air circulation and tech recommended full replacement of unit due to Freon leaking. Called customer service got hung up on and disregarded and dismissed multiple times. Took serveral days for the case manager to respond and when he did he was dismissive as well and only offered 250 credit. The cover I have covers pre existing conditions but yet they refuse to cover them. This has been the worst service I have ever received. I asked to speak with a supervisor multiple times and everyone claim there was none which I know is impossible. I will never buy another package with them and will forever encourage people to spend their money elsewhere. I hate she paid money for me to be involved with such unprofessional unconcerned company. If anyone who is in corporate is reading this your representatives are a reflection of you and this company. I’ve called multiple times case managers are impossible to get in touch with and customer service and claims department over talk you and are very dismissive.

Claim #4396563 was opened on 8/8/2022 to repair AC unit which was not cooling and fan constantly running. HWA assigned the claim to Air King Mechanical which scheduled a visit. During the visit, they serviced unit and placed dye in system and the $100 fee was paid. The same day the unit stopped cooling and with same problem, not cooling and fan constantly running. I called contractor which stopped back by and recommended to replace the unit to HWA. 8/13/22, claim was approved to replace heat pump and air handler. 8/17/22, still awaiting ordering of equipment. 8/22/22, unable to reach Air King (assigned contractor) and this phone stopped working (no longer a working number). I contacted HWA and informed them that I was unable to reach contractor, they tried and was also unable to reach them. On 8/25 - 8/27, Now the process starts all over again with HWA assigning another contractor. On 8/29/22, A & J Appliance Installation was assigned, and appointment was set for 8/30/22. No one showed up. Contacted A & J, the appointment was set for 8/31/22, not 8/30/22 like HWA stated. Now as of 9/5/22, a third contractor is being assigned and the process starts all over again. We will in South Florida and have experience temps in excess of 95 degrees in our home. As of today, we are unsure when this will be resolved.

I have had a home warranty with HWA for over nine years now, and have not had any issues, but have also not had any extensive problems, until now. I had an AC unit that needed a new coil, and now they are trying to tell me that I AM responsible to replace the OUTSIDE condenser unit before they will replace the evaporator coils because it still runs on R22 freon. Claim# 4248285 if there is anyone high up in this company that would care to look into this before I take it all to a lawyer, which is my next step

Mind you, I filed a claim on 8/1, the first tech they sent me couldn't barely climb the stairs at my home and I thought he was going to fall through the ceiling because he was so unsteady on his feet, he told me he could have it replaced in two days since there were local manufacturers, then when I called him back in those two days after not hearing anything else from them, he lied and said that the coils could not be gotten because they were on backorder with the manufacturer and he said it was a Rheem. Turns out, my system is a Lennox, they CAN be gotten locally from the distributer, and it doesn't even have to be the same brand coil for replacement, just the same dimensions. Then I get an email from HWA saying that THEY had canceled that tech (whom I had already PD the $100 call fee to) and they had assigned another tech.

The new tech comes out and verifies that the first tech was at least correct about the coil needing to be replaced. This tech tells me there are local distributors and it didn't have to be the same brand, etc. They said they could have it fixed in a couple of days, just waiting on the ok from HWA. I hear nothing from THEM for two days, AND I've already gotten the email from HWA stating that the coil replacement was approved, but that I needed to contact the tech for the "unapproved charges" that I would either need to accept or decline. I called HWA and was told by their customer service (she) person that I HAD to contact the tech about the breakdown of the charges, that she could not provide me with that breakdown to determine whether or not I would accept of decline. I kept telling her I could not accept or decline until I knew WHAT THE CHARGES WERE FOR; I asked multiple time to be put on the line with a supervisor and she just kept saying that she could not, that there was not one there, she couldn't transfer me, she has to follow their protocol, etc. She ended up putting me on hold to "see what she could do" then promptly hung up on me. At this point I am now furious, and according to my emails I have been "assigned a case manager". I try reaching out to the tech for two days who FINALLY returned one of my messages and he proceeds to tell me that he has no idea why HWA is telling me to call him, he cannot provide me with a breakdown because it's all done in their portal. He then proceeds to further complain to ME and HWA saying that since he was the second tech to come to my house and didn't collect the service call fee, he didn't make any money and them coming out there was for free, etc. When I asked about the extra approx. $2000 they were trying to get me to approve or decline, he just said that it was for the labor, which is supposed to be included in the PLATINUM package that I have carried with them for ALL THIS TIME. His recommendation to me was to decline it if I didn't want to pay it cause things are just expensive right now and they needed to make their money on it.

At this point we are not 10 days into a broken AC, in 95-100 degree+, 85-95% humidity, South Louisiana in August heat, and I work FROM HOME. So imagine how impatient I am getting at this point. I get an automated email from my "assigned" case manager (Deanna Feby), below is that email, copied and pasted with time stamp...

***Claim #:[protected]

Yahoo/Inbox

Deanna Feby Unsubscribe

To:d********[protected]@yahoo.com

Wed, Aug 10 at 3:23 PM

Dear Deidre Summers,

First, I would like to thank you for being a loyal Home Warranty of America. We truly appreciate your business and are honored to have the opportunity to serve you.

I have received your request to review claim #4248285, and I would like to introduce myself as your dedicated Case Manager. I will be your single point of contact throughout the balance of this claim, to assist in bringing your claim to resolution. Please contact me at your earliest convenience so we may discuss your claim.

In order to expedite our discussion of your claim, please use the link below to schedule a time for us to connect. I will call you on your requested day and time. Please click here to schedule an appointment: http://t.lt02.net/.../908v9t1GZdG...

Please note, when selecting your appointment time, the default setting is Eastern Time Zone. Please select your time zone to avoid missed appointments.

If you prefer not to schedule a time, you can contact me at your earliest convenience so we may discuss your claim. Please note, scheduling a time ensures we connect at a time when you are available.

Please find my direct e-mail and contact information below. I understand the claim review process can be stressful, but look forward to helping.

Again, please contact me at your earliest convenience. In the event that you receive my voicemail during normal business hours, I will strive to return your call the same business day.

Regards,

Deanna Feby

Case Manager | Home Warranty of America

v: [protected] ext 2449

e: [protected]@hwahomewarranty.com***

I click on the link to try and schedule a time, which shows I cannot even SCHEDULE a 15 min call with them until 8/16. Fuming now, I send this exact (copied and pasted) email to Deanna.

***To:[protected]@hwahomewarranty.com

Thu, Aug 11 at 4:49 PM

Deanna,

I went onto the calendar and it shows there isn't a 15 min slot available till 8/16? Is this correct? I'm very upset about this whole process and they way I have been jerked around by HWA. I filed a claim on 8/1, need an AC repaired that is having issues in 95°+ heat in south Louisiana, have TERRIBLE luck with the people YOU ALL sent out and now looks like a conversation is still gonna have to wait ANOTHER 5 days for a simple 15 min conversation? This is simply ridiculous. Please call as soon as possible, I'm available.***

I get ZERO response. Nothing, not a call, return email, nothing. Getting more irritated by the second by now, I try calling Deanna at the number and extension listed on the email only to find that every single person I tried said that they could not transfer to an extension, so I had ZERO way to reach Deanna since she was not returning email, but according to HER email was supposed to be my

"single point of contact" through all this. Yeah...ok...such a lie!

Coming in for a landing now...

I go ahead and schedule for the first slot available, which is now the 15th and then get an email from what I'm guessing is an automated system response. The 15th arrives and I am called by someone named Shantel McCleod. I could not have picked a more "over it" sounding person from the get go if I tried. After a few minute conversation with her I finally learn that the "non covered" charges of almost $2000 is because they are saying that I HAVE to change out the outside condenser unit before they will replace the coils because it runs on R22. She said that the new coils could not withstand the pressure unless the outside unit was replaced with a 410A unit. I told her that I had already spoken with a LA licensed AC repairman, and that was not correct. R22 was LESS pressure than the 410A and they absolutely DID NOT have to replace the outside unit in order to replace the coils. Her and I argued back and forth for a bit and she hung up on me. Where in the world this Deanna Feby was during all this I have no idea cause I sure never heard from her again after the initial email saying she would be handling everything.

LOOOONNNNGGGGGG story short, if I could have rated HWA before all this, it would have been good. I had pretty decent luck with this before this, for the most part, with the exception of sometimes using sketchy technicians, especially in the AC part. NOW, I would rate them a giant ZERO if less than one star was available. Horrible, horrible experience here.

So, while it waits to be resolved, I guess a little FlexSeal tape is gonna have to come to the rescue to hopefully patch the problem...

HWA has recently been bought by the parent company for Choice Home Warranty...we'll see if they can get the job done any better...

Signed,

One VERY unhappy customer!

On 12/26/2021, we raised a claim 227094 as heater was not working. The service provider assigned by HWA "QT Heating Air Best All Around" mentioned that there is no heater compatible with the existing AC unit, so the AC also must be replaced. Please note that the AC was working at that time. A new Lennox AC was installed by QT Heating, a part of the expense for this was borne by us as per the contract. The brand new AC has not worked since it was installed. A Lennox certified dealership came in and concluded that all issues with AC are stemming from improper installation by QT Heating. Bent pipes restricting the refrigerant, connections duct taped causing leaks, wrong sized pipe welded, safety pan and switch not installed causing code violations etc. Additionally they informed us that the unit itself is too small for the square footage of the house. We have been in conversations with HWA since May and still the issue is not resolved. HWA is not showing any urgency towards resolving this problem while the living situations in the house have become insufferable in this oppressive heat with no respite. We have two small kids in the house and there is heat advisory most days as temperatures cross 90-100 F. HWA has been dragging this out and is now stating that they cannot find the claim in their system and are not responsible for the work that the service provider assigned by them did.

Attached pictures of improper install of the new unit by HWA Service Provider.

Here are the series of events with HWA for your reference:

• 12/26/2021: Claim 227094 was raised due to the Heater not working.

o As part of this claim service fee $ 100 was paid and HWA called upon the service provider ‘QT Heating Air Best All Around’

o The service provider recommended that the heater unit be replaced.

o The service provider also mentioned that there is no heater compatible with the existing AC unit, so the AC also must be replaced.

o The service provider was given the go ahead with the replacement of the unit. HWA covered the charges up to the maximum limit as per the contract separately for AC and heater unit. I had to pay the excess amount of $1744 to the service provider.

o The heater was working after the replacement.

05/17/2022:

o In May once summer kicked in, we noticed that AC is not turning on.

o We called HWA to service this as part of warranty of the newly installed AC, but for some reason they couldn’t find the old claim. They said that claims prior to April are in a different system now.

o Parallelly, we tried contacting the service provider ‘QT Heating Air Best All Around’ and they were not reachable. It appears that the business has closed down since.

o We raised another claim with HWA, claim #2581750 and paid the service fee $100.

o A technician was assigned by HWA from ‘EMERGENCY RESPONSE HVAC-R SERVICES’ and did something to get it started. When enquired he said that the installing wiring was not done correctly and had to fix it (Please note this was the installation done earlier as part of Claim 227094).

o Even though the AC started, we noticed that the cooling was not happening

• 5/19/2022:

o We called up HWA and asked to reopen claim 2581750 side the AC was still not cooling.

o On 5/26 a technician was assigned. The same technician who came a week earlier had come in, he mentioned that he can’t fix without getting an approval from HWA. HWA denied the claim stating the below – “Your claim has been authorized for $0.00. This is the remaining funds available on your maximum system payout per the contract term. The balance of $535 will be due to the technician for the repairs. Thank you for being a valued customer of Home Warranty of America”

• The next 5 weeks

o We had lot of back and forth conversations with HWA in order to get the AC fixed as part of the unit warranty since it is a newly installed unit as part of HWA claim 227094 that has not functioned even once. However, the reps on phone for some reason do not have any records.

o After talking to many representatives and spending at least 30 hours on various phone calls, finally we were put through to a case manager who talked to us on 6/23.

o We were advised by the case manager that we have to call a Lennox Warranty Service Dealer to come fix the unit as part of the warranty.

• Week of June 27:

o We were able to contact a local certified dealer for Lenox and had an appointment on 06/28. We were charged $ 95 for the visit.

o The dealer’s service technician come in and reported that the issue is with the installation:

 The refrigerant line was bend outside causing choking and potential leaks.

 An incorrect line size was welded from refrigerant line to the ac

 Code violations in the install:

 the furnace vent was duct taped

 the air blower area was duct taped in place

 a pan and sensor were not placed in bottom.

o He mentioned that the unit itself was good but install is don’t incorrectly and unprofessionally. (refer attached pics)

o He recommended not to turn the unit on as it may damage the compressor and the duct taped air blower may fall off.

o He also turned over to another person in his dealership to take a look and recommend how to fix.

June29 : The 2nd technician come from the equipment dealership come in for recommendation on how to fix

o In addition to the install issues that has to be addressed, he also mentioned that an incorrect equipment was placed. The equipment is too small for the square footage of the house. He recommended to call the original installer (claim 227094) and see if the unit can be returned so that a correct sized unit can installed.

o We have since again contacted HWA and case manager asked to send the reports which we have sent them. They informed that they will review and reach out to us 7/11, but they did not.

July 12th – They called back after we called and left a voice message. Stated that they are not responsible for any installation issues by the service provider assigned by them. We asked them to take the unit in the house back as the equipment is of no use for our house. They said they cannot do that. They also mentioned they cannot find the claim in the system, have overshot the duration for the call, will review and get back.

Meanwhile, we still don't the newly installed AC by HWA assigned Service provider functional and continue to suffer through the oppressive heat.

I have a transferred warranty from the purchase of my home. It has not been honored I filed a claim in 2021 for an AC compressor that has gone bad, it was not repairable, so I needed a replacement. I paid out of pocket and waited on them pay for the comparable unit. Per the policy, if a replacement was needed, they would pay the market replacement, but they would not call me back. I have called 4 times, over this past 1.5 years. No one calls back. this call is over a year old.

I have paid for a year plan for home warranty with HOME WARREANTY OF AMERICA and they have denied my claims and over and over so I called to cancel my plan and they wont refund my money back for the remaining of the year I am highly unsatisfied with this company , they take for ever to answer and a long time to send out technicians and then deny the claims . i do not recommend this company not even to my worst enemy.

On June 15, 2022, I file a new claim (3196999) on my air conditioner not cooling properly. I was given an appointment for June 16, 2022. The technician showed up and said that my unit needed a freon charge. I paid the $100 service fee and he said that he had to get approval and that he would return the next day. The technician did not return. I received an email about a reassignment for June 18th. This technician was a no show and would not answer any calls. I then got reassigned to another technician on June 28th. This technician was a no show and would not answer any calls as well. I have lost count on how many times I have called customer service. I even requested for a supervisor to return my call and no one would.

I chose to do business with HWA because I believed that it was a reputable company. Now, I feel that I have been swindled out of the $100 service fee and I still have to find a company on my own to service my unit.

On 06/18/2022 I file a claim at 9:55 am in the morning. Received a bunch of messages that they can’t find a company to provide me the service requested. They told me to look for one and they will reimburse me. So I did as it was 6;00 pm and no word about this HWA which I have a contract with. When I finally found a company and a person got my AC repaired. Sent q message to HWA to get reimbursed they denied it saying they found a company and assigned a job for 3 days after my claim. With no notice about it and due to the long time they took advantage of me. I’m a single mother if 2 and I have a medical condition. They are very unconsidered and not helpful at all. I do not recommend them. Bad company, customer service and service in general. They are so fake telling you the you are a valued customer. They don’t treat you like that.

TL;DR - HWA pre-approved the purchase of a new washer and dryer for up to $5,000 each. After spending $3,000 on a new set and submitting for reimbursement, HWA cuts a check for 50% of the value, places a stop on the check, and rejects/denies reimbursement for the full amount spent on a new washer and dryer. Terms stipulate that they are not responsible for new equipment, however, the pre-authorization of the purchase on their end negates this term.

WASHER: In January 2022, I submitted a claim to have my washer looked at. They had a 1 star reviewed technician (Jones PC Service & Repair) come to my home to determine repair eligibility. They stipulated they could repair the washer but never returned. They dodged calls and repeatedly missed appointments for repair. On the last day I accepted a rebooking, Jones stated their was a problem with their car. They'd be two hours late but again, no-showed. I called HWA, who pre-authorized that I get an external contractor to visit my home to review damages. The external contractor I hired (and paid out fo pocket for) was amazing! Their call, however, was that since the washer was an old model, it would be less expensive to replace the unit in its entirety.

DRYER: Shortly after having my washer assessed, my dryer stops working. I file a new claim with HWA, who insists on allowing Jones to return to my property. I reject that and ask to bring back the third party onsite, to which they agree. Again, I pay out of pocket for an assessment and once again, they state any repairs would be temporary and would need reassessment in 6 months or less. Best to go with a new purchase.

Understanding their terms, I wrote to the HWA team in March requesting:

1) A refund on the $200 spent opening the claims since a reliable technician was not set out AND/OR reimbursement of the out of pocket cost spent for hiring another company

2) Request for full compensation of the purchasing of a new washer and dryer AND/OR

3) Consideration for a partial reimbursement in the event that the cost of the new purchase of a set exceeded a certain dollar threshold. I even offered to send options for their pre-authorization and agreement on a purchase price prior to making that purchase, so we could be in alignment.

I received an email stating I could purchase a new set. No reference for a need to have them look at options or that a partial reimbursement would be necessary.

Post-purchase of my new set, I file for reimbursement and the dryer is approved, but the washer isn't. A check will be sent in the mail for the dryer. Then an email stating that the check will be stopped as the claim for reimbursement has been rejected - if a check is received, do not cash it. It took several calls to determine the rejection was due to the claim numbers being mixed up.

Fine, I'll take that. I resubmit paperwork. Both claims are rejected again despite the pre-authorization of a new purchase.

It's now been more than 6 months since I've started this saga. I've spoken and emailed more than 20+ represented for re-review given their email correspondence in March (again, prior to purchase) that I could purchase a new set and process for reimbursement. Claims passes me to Support passes me to Concierge passes me to AIG passes me to Escalation, Sales back to Escalation, back to Concierge, back to Claims...

All of the emails now bounce back. They "cannot" tell you the name of the person you're working with. A supervisor on Concierge cannot put me in contact with a Manager in Claims because they "don't have any information other than the 866 number."

I work as a Retention Manager. I read my terms. And in my company, if someone pre-authorizes something that we'd consider illegitimate, we'd work with that customer to find a mutually beneficial path forward. This hasn't happened. I cannot imagine the nightmare others are having... but I am absolutely telling everyone never to do business with this company again. Including the real estate company that referred them.

I have been trying for 4 days to contact Customer Service regarding a payment issue. We have been paying automatically from our bank account monthly for their service but nothing was taken out for our May payment. After waiting for over an hour to speak to someone (the first time), he was unable to help me and said he would transfer me to the Resolution Dept. The call was then dropped. The second time I called, after waiting almost 2 hours, the customer service person asked me for complete information again and said she would then transfer me to the Resolution Dept. even though they would only be available for another 5 minutes. She told me not to worry and that they would still be there. She transferred me, but not to a person, but to another wait line with that awful music. After a few minutes, a message came on the call saying to press #1 if I wanted a call-back on the current line, #2 if I wanted a call-back on a different line, and #3 if I wanted to cancel. I pressed #1 and waited for a call-back that never came. I'm still waiting (4 days later) for my call-back. I simply want to straighten things out. Apparently they took our payment from someone else's bank account because I was told that our payment was made on May 10th at 7:00 AM. Since it was not from our bank account, some poor person made the payment for us. This needs to be corrected before our June payment is due, but I'm unable to get through to the right person. We do not want to cancel our policy as we've been with them for over 5 years and have been happy with their service. In the beginning, I had a personal sales representative assist me. I could always call her directly if there were any problems. Not so anymore. They've changed their system and it's a total nightmare. If I cannot straighten this out, then we will have to cancel. We have to speak to someone before the payment is mistakenly taken from someone else's account (again!). My calls started on May 27, 2022. Today is June 2, 2022 and I've still not heard back. I even tried emailing them, but still no response and I'm not sure the email I used is correct as it's an old one and they no longer provide an email address on their Contact Us web page.

Once I started accepting jobs Home warranty of America, I submitted all requirements they asked for as a vendor. I've done several jobs and submitted invoices to be paid totaling over $2000 for these jobs. And it's been approximately 4 months and I've yet to recieve any payment. I contacted them several times and they always have an excuse, saying they didn't recieve my application, trade license, or whatever else they require. Those excuses are lies, and they purposely have my payments on hold so they won't have to pay me! They are a bunch of crooks, behind a desk who hope that I will just forget about the payments and go away. I'm considering getting a lawyer to file a class action lawsuit.

I have had a leak on Friday! This leaking has caused substantial damage to my flooring and leaking to the basement. It’s leaking under the sink into the access that’s in the basement ceiling. The leak has destroyed my carpet downstairs. It has caused I don’t even know what damage yet to the drywall. I first did an online request form. After the company sent out a plumber, and they come out the issue is still ongoing. It was not fixed at all. There is still the leak. I called and was hung up on by the customer service when I requested someone else come out. I had to request someone else come out as Hwa sent a plumbing company that did the best they could. However, I was informed that this is now an appliance issue, and we have to call an appliance company. The leak is coming from what they said is underneath the dishwasher and it’s not their concern and for me to call the company back to send out an appliance company. The customer service is very inexcusable when homeowners pay for unexpected problems to be fixed with this company. Homeowners should be able to rely on this company to provide quality technicians to address the service at hand. To not bounce between service technicians being told that they have to go with someone else. Also to have pay another fee to another company when it should’ve been resolved the first time is inexcusable. HWA if they send someone out to fix the problem the problem should be fixed the homeowner should not have to play find the right service technician for their problem and have to pay multiple services to come to their property. This is someone’s private dwelling some people aren’t comfortable with others coming into their sanctuary that is their homes often. This is my place of safety and it’s hard to let a technician let alone several come out.

I tried to have my pool repair. When I call because I could no longer do it online, I was told they do not have a repair contractor in my area. I live in suburb of Dallas where there are a lot of people with pools and they had no contractors? Told me I could find some to do the work and they would reimburse me. I did that but was not happy about it. I completed all the paperwork. Made a followup email, with the claim number they had provided and they said they had no record of the claim. I emailed the information again. They said I was missing information. All the information they asked for was attached to the email. I have still not heard anything.

I contacted HWA regarding a plumbing issue. My outside water spiket started leaking and was unable to shut off. I can only imagine how much my water bill is going to be.

I called HWA explained the situation to them, which in turn I had to pay $100 upfront to have a plumber come out here; which I did pay. The plumber came out in several days which was March 31, 2022. Told me that HWA would not cover having a water spiket replaced. So if they knew this beforehand, why did they take my money!

Here it is April 6th, I found a plumber who I am going to pay out of my pocket to fix my water spiket.

Once this warranty is up , I am done. Whats the point?

January 6th, 2022

I called my home warranty company (HWA) and they sent out a plumber from a company called J&L plumbing. He looked under my sink and determined that no fittings were leaking under my sink. He said his paperwork stated it was leaking from the faucet which he confirmed that it wasn't leaking from the faucet. The wall underneath the faucet, and cabinet under the sink was not wet, nor did it show signs of being wet and leaking from the top. The only sign was a little sunken board under the cabinet bottom. He said he'd have to contact someone to open the wall.

He sent out a company called ECO Dry and they took two cabinet faces off and tore out the cabinet boxes and opened a 2 ft by 4 ft area of my wall and really couldn't determine what was leaking either. He wasn't the plumber and was going to cut the hot, cold, and refrigerator line. I said wait a minute. I don't think the hot and cold is leaking at all or the board would be saturated. The only one that feels a little wet is the 3rd line refrigerator line. He said well in order to do the dry out Im going to go on my lunch to home depot to get a tool to cut the apex line. He did. No water at my sink for weeks. I told them and they could see that I was taking care of my 95 year old father without any wanter at my kitchen sink. The only running water was at a pedestal sink in the bathroom, which I had to do dishes with.

I kept calling J&L plumbing and HWA to find when he'd be coming back. He came back days later and said who cut that line. I said ECO Dry. I said he was going to cut all 3 lines. He said well I don't have the tools or the ring to fix that and they have to come back out and open that are to work. Took days for them to come back and cut 2 inches by 8 inches away.

I kept calling HWA and the plumbing company. One after the other kept saying they were waiting on information from the other. I went at least 3 weeks without water at the sink. I had to call my own plumber to get it fixed. They reimbursed me for the plumber and items to fix the area, but not the labor charges. This was escalated up to Consumer Relations and they told me that the labor costs would be reimbursed too. This didn't happen. Labor costs were $225. The woman in Consumer Relations [protected] (emily) told me to make out an invoice for the labor portion and that I would be reimbursed, which I did. I would like to be reimbursed for this portion, especially, when the plumber that they issued me couldn't perform the services, except look under the sink. I think I should be reimbursed the $75.00 fee because not one thing was corrected by there plumber from J&L plumbing.

Claim# was 235619 1/6/22. Policy number IL03-C000410762

Karen May [protected]

I paid my contract in full for the hole year on 12/22/2021. i have called HWA on , 2/11/2022,2/12/2022, 2/13/2022, 2/14/222, 2/15/2022 and 2/16/2022. to get a copy of mt invoice, but they keep saying the computer system is down. lorraine Johnson 5502 Ridgewood st Phila Pa [protected] thank you